Technical Support Associate

The Elevator Pitch

Evolv is looking for a Technical Support Associate to join our steadily growing team. In this role you will interact and support customers, partners and field service engineers. Acting as a trusted advisor in Evolv’ s technology. We help keep people of all ages safe in schools, hospitals, stadiums and more. You will be helping keep people safe by supporting Evolv Express, weapon detection system, including our cutting-edge data analytics portal.

Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing?

In the first 30 days, you will:

• Participate in EvolvED our new hire training orientation
• Participate in our technical product training session
• Learn and understand the product, and product issues enough to assist with customer support.
• Shadow the rest of the support team working on customer issues.
• Assist with scheduled remote system upgrades and maintenance.

Within three months, you will:

• You will be a noticeable contributor to support tickets and able to handle common problems on your own.
• Proficient in the tools and diagnostics procedures to work independently on customer issues.
• Able to identify issues that need to be escalated for more involved troubleshooting.

By the end of the first year, you will:

• A trusted support resource, able to determine/resolve common support issues and reliably respond to requests when needed.
• Able to support Evolv security systems and adjacent products, including integration with 3rd party security applications and platforms.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

Technical Proficiency

• Technical Expertise: Understanding of common troubleshooting practices and techniques.

• Use of Service Cloud or similar service platforms to manage and document issues.

Diagnostic and Troubleshooting Skills

• Real-Time Problem Solving: Accurately diagnose and resolve technical issues promptly.

• Implement solutions that address the root cause of problems to prevent future occurrences.

Communication and Collaboration

• Effective Communication: Clearly articulate complex technical concepts to customers and partners.

• Maintain strong, clear communication channels with all stakeholders.

Customer Relationship Management

• Customer Support: Provide exceptional support, anticipating and addressing customer needs proactively.

• Build and maintain strong, trust-based relationships with customers.

Documentation and Record Keeping

• Detail-Oriented Documentation: Accurately document technical issues and resolutions in the Evolv Service and Support Platform.

• Maintain comprehensive records of customer interactions and issue tracking.

Resilience and Adaptability

• Display persistence and follow-through with necessary parties until a resolution is reached.

• Adaptive Thinking: Prioritize tasks and adapt strategies effectively in a fast-paced environment.

Continuous Learning and Improvement

• Growth Mindset: Display an insatiable appetite for learning and personal development. Stay updated with the latest technologies and industry trends to enhance service quality.

• Proactive Improvement: Continuously seek ways to improve technical skills and service delivery. Embrace challenges fearlessly, viewing them as opportunities for growth and learning.

What is the leadership like for this role? What is the structure and culture of the team?

You will be joining the Technical Support team and reporting directly to the Technical Support Manager

The team culture is one based on building trust, collaboration, ongoing development through kindness, authenticity, courage, drive, and fun!

Where is the role located and what is the schedule?

Location: Waltham, Massachusetts (HQ)

Training Period: Onsite for the first 30-45 days for training and onboarding (Monday – Friday, 9am – 5pm)

Post-Training: Potential flexibility for remote work, depending on individual performance

Schedule: Monday - Friday: 6am - 2pm EST

What is the salary?

The hourly pay rate for this role is $24 an hour. This role is nonexempt, meaning you’ll be eligible for overtime pay for any hours worked beyond the standard 40 per week. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in role posting reflect the base salary only, and do not include bonuses, overtime pay, equity, or benefits.